ATT internal info concerning tethering:
Tethering is a practice that enables a customer to use a smartphone as a broadband connection for other devices, such as laptop computers, netbooks, tablets, and Wi-Fi-enabled and other computing devices.
The Wireless Customer Agreement (WCA) requires our customers to be on a tethering plan if they use their devices to tether. Refer to the WCA from the Related Links section.
What Is Going On?
We are reminding customers of our requirement to have a tethering plan if they use their smartphone to tether. This is a reminder of the existing policy and a request to bring their account up to date.
As of March 17, we will be sending notification to subscribers who are currently tethering without the appropriate and required smartphone data plan which is DataPro 4GB for Smartphone Tethering.
Process to Bring Account in Line With Policy
Customers can do this in one of two ways:
Call, click, or come into a store to change from their current data plan to DataPro 4GB for Smartphone Tethering.
Wait until the date indicated on the notification, at which point we will update their account and add the plan for them.
Customers can also choose to stop tethering, in which case they do not need to take any action on changing their plan.
Why Are We Doing This?
Customers tethering without the appropriate data plan are not in line with the requirements of their Wireless Customer Agreement. Review this from the Related Links section.
When Does The Communication Start?
The notifications begin to go out on March 17, 2011.
Which Customers Are We Addressing?
The notifications are sent to smartphone customers identified as tethering without the appropriate plan. We are asking them to bring their account up to date by adding the required tethering feature.
We will be notifying customers in stages, however, the plan is to eventually identify and notify all customers tethering with a smartphone, regardless of the type, without the required data plan.
How Will They Be Notified?
Notifications are sent by e-mail, SMS, and a letter sent through U.S. mail.
Customers will receive a first notification to remind them of the terms and conditions, educate them about our tethering plan requirements, and ask them to bring their account up to date by changing to DataPro 4GB for Smartphone Tethering.
Customers may either bring their account up to date as requested or they may choose to discontinue tethering and remain on their current data plan.
If they continue to tether and do not change their data plan to DataPro 4GB for Smartphone Tethering, a second notification will be sent informing them that we have moved them to DataPro 4GB for Smartphone Tethering, as we informed them in the first communication.
Secondary notifications will also be sent via U.S. mail, e-mail, and SMS. Refer to the Related Links section to review samples.
Frequently Asked Questions
Which plan are customers automatically moved to if they do not bring their account in line with our policy?
They are moved to 4GB for Smartphone Tethering. The $45.00/month plan includes 4GB of data per month; $10.00 for each additional GB thereafter, added automatically as needed. Mobile Hotspot capabilities are included for compatible smartphones. Refer to the Related Links section for more information.
How does this work with customers currently on a Smartphone Data Unlimited plan?
Handle business as usual. We do not offer a tethering option for subscribers who wish to remain on their Smartphone Data Unlimited plan. However, the customer can keep their unlimited data plan if they stop tethering. If they wish to continue to tether, they will need to move to DataPro 4GB for Smartphone Tethering to align with our policy.
Once a customer moves to DataPro 4GB for Smartphone Tethering, whether they do so on their own or we automatically update their account, the customer will no longer have the option to return to the Smartphone Data Unlimited plan.
Where are customers directed to when they receive notification and have questions?
The notification includes a phone number for customers to call with questions. These calls will be auto-routed to the EON/DEON specialty representatives trained to assist these customers.
Similar to date as well: SIM Swapping
Appropriate data plans are required to use Mobile Broadband devices (laptop, tablets, or AT&T Mobile Hotspot devices) on the AT&T Network.
Effective March 16, 2011, AT&T will systematically enforce this policy by alerting customers with unlimited data plans when they take the SIM from their current smartphone, QMP, or basic phone and place it into a Mobile Broadband device to access data unlimited, that an appropriate data plan is required.
Process
Once SIM swapping is detected, customers will receive notifications via SMS and e-mail that an appropriate data plan is required for their Mobile Broadband device. If the customer continues to use their SIM in the device, their data service will be restricted for the remainder of the billing period unless they contact Customer Care to add the appropriate data plan.
Reasons
Any data unlimited customer who takes the SIM from their smart phone, QMP, or basic phone and puts it into a Mobile Broadband device is not in compliance with the requirements of their wireless customer agreement.
Communication Key Dates
Effective March 16, 2011
Specific Customers Addressed
The notifications will go to smartphone, QMP, and basic phone users with unlimited data plans who put their SIM into a Mobile Broadband device (Examples: Laptop, Tablet or AT&T Mobile Hotspot device).
Notification Methods
By SMS and e-mail
SMS Communications
The first message is sent when AT&T first detects SIM swapping activity.
AT&T Free Msg: An eligible data plan is required when using a Laptop, Tablet or MiFi device. Call 611 as soon as possible for details and to avoid service interruption.
The second message is sent when AT&T detects subsequent SIM swapping activity.
AT&T Free Msg: Your data service has been restricted due to SIM swapping with a data connect device. Call 800-331-0500 to discuss available plan options.
E-Mail Communication
If we have the customer's e-mail address, the following communication will be sent after each out-of-policy usage.
At AT&T, we value your business and want to ensure you have the data plan that's right for you. Did you know an eligible data plan is required when using mobile broadband? If you have recently swapped a SIM card from your wireless handset into your Laptop, Tablet or MiFi, your data service may no longer work properly on either device.
Call us at 1-800-331-0500 (or 611 from your wireless phone) and our team will help you establish service with an appropriate data plan for your device and restore data service if necessary.
AT&T offers a variety of plans to fit your needs in order to provide the best on-the-go experience on the nation's fastest mobile broadband network. Our team is ready to help you activate data service with the right plan. We look forward to your call. You can also visit our web page here to learn more.
Thank you for being an AT&T customer.
FAQs
Does this policy affect all SIM swapping?
No. This policy is being enforced for smartphone, QMP, and basic phone customers with a data unlimited plan on their account who put their SIMs into a Mobile Broadband device (Examples: laptop, tablets, or AT&T Mobile Hotspot devices) in an effort to share data unlimited between two devices.
Why is AT&T notifying my customer about putting their smartphone SIM into their new tablet?
Any customer using a Mobile Broadband device on the AT&T network is required to have an appropriate data plan which supports that device. This policy is now being systematically enforced.
How will my customer receive the SMS notification if the SIM is in one of the Mobile Broadband devices?
Most of these devices allow customers to receive SMS messages. However if the device does not, the SMS communication will continue to be sent for a period of up to three days. Also, if the customer has an e-mail address on file, AT&T will send a notification via e-mail.
My data unlimited customer did not realize it was against AT&T policy to put the SIM from a smartphone into a Mobile Broadband device. My customer does not want to add a data plan for their Mobile Broadband device. What are the options?
With the many services and ease of use of our great new Mobile Broadband devices, our customers will be able to fully utilize these devices. Also they get the best possible experience if they have an appropriate data plan for that device or they can select our DataPro with tethering plan for their current smartphone.
If the customer continues to use their smartphone SIM in their Mobile Broadband device, their data service will be suspended until the end of the billing period, unless the customer calls into Customer Care to add the appropriate data plan.
Note: If the customer does not contact Customer Care to add a plan, their data service will be restored for their smartphone at the beginning of the new billing cycle. If SIM swapping activity is detected during the next billing cycle, the data service on the account will be suspended again.
Is my customer eligible for a data credit while his data service is suspended?
No.
Can my customer continue this process each billing cycle?
No. If the customer continues the out of policy behavior, AT&T reserves the right to remove the unlimited smartphone data plan from the account.
